Topic 1
Question #7
A company uses manual processes to track interactions with customers. The company wants to use Power Platform to improve productivity.
The company has the following requirements:
Provide customers with an online portal where they can submit and review cases.
Ensure that customers can chat online with a customer service representative at any time.
Route chats to customer service representatives based on skill and availability.
You need to recommend a solution to the company.
Which three components should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Dynamics 365 Virtual Agents chatbots
B. Customer self-service portal
C. Dynamics 365 Field Service
D. Business process ows
E. Omnichannel for Customer Service
Correct Answer:
BDE
B: Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view
the progress of their cases, and provide feedback.
Note: Based on the selected environment in Power Apps, you can create a Dataverse starter portal or a portal in an environment containing
customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and
Dynamics 365 Project Service
Automation).
E: Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to
enable organizations to instantly connect and engage with their customers across digital messaging channels.
Incorrect Answers:
A: The Dynamics 365 Field Service business application helps organizations deliver onsite service to customer locations.
C: Dynamics 365 Virtual agent is a no-code-required AI-based application that is focused on providing customer service organizations the
ability to engage in personalized conversations that go beyond the conversational search.
Virtual agents provide the ability to deploy and manage the automation of handling problems with specic solutions.
Reference:
https://docs.microsoft.com/en-us/powerapps/maker/portals/portal-templates https://docs.microsoft.com/en-us/dynamics365/customer-
service/embed-chat-widget-portal
N8n0z
Highly Voted
2years ago
ABE instead? Don't see why would BPF be an answer. Case review could be done at portal level if the current staus is surfaced there or
something. And Chatbots definitely need to be in the answer.
upvoted 51 times
NoNameBrand
Highly Voted
1year, 10months ago
B > A > E
Breaking down each requirement
1) Provide customers with an online portal where they can submit and review cases.
B. Customer self-service portal
2) Ensure that customers can chat online with a customer service representative at any time.
A. Dynamics 365 Virtual Agents chatbots
"With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually."
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
3) Route chats to customer service representatives based on skill and availability.
E. Omnichannel for Customer Service
"In the customer service center, your agents have different skillsets and abilities."
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-skill-work-distribution
upvoted 29 times
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